Prarthana Sinha
Bangalore
Summary
Strategic professional with over 14 years of experience in financial services, specializing in Customer Service, Fraud Analysis, and Trading Services management. Proven ability to manage complex cases and drive solutions that align business needs with technology. Successfully contributed to multiple cost-saving initiatives, demonstrating a strong focus on operational efficiency and client satisfaction.
Overview
16
16
years of professional experience
Work History
Team Leader, Trading Services
IG Group
Bangalore
03.2022 - Current
- Coordinated interdepartmental communication to enhance operational efficiency.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Implemented process improvements to streamline workflows and minimize errors.
- Facilitated training sessions for new team members on tools and systems.
- Managed project timelines and deliverables to ensure timely execution.
- Conducted performance reviews to assess team member progress regularly.
- Mentored junior staff on best practices and compliance standards.
- Motivated team members to improve customer satisfaction and retention.
- Led change management initiatives to build resilience and prepare teams for future challenges.
Team Leader, Client Lifecycle
IG Group
Bangalore
07.2020 - 03.2022
- Executed 37 strategic process transitions globally, ensuring seamless operational continuity.
- Managed end-to-end operations by setting objectives and monitoring workflows to meet targets.
- Developed high-performing teams through targeted coaching and tailored career development plans.
- Designed comprehensive training programs that enhanced team capabilities and market knowledge.
- Drove organizational change management by fostering resilience and adapting operations for requirements.
- Optimized performance with flexible resource allocation strategies during challenging periods.
- Served as subject matter expert, resolving critical issues and guiding complex decisions.
- Cultivated a collaborative culture through open communication and cross-functional partnerships.
Trading Services Analyst
IG Group
Bangalore
01.2018 - 07.2020
- Delivered comprehensive onboarding programs, training new team members in procedures, client protocols, and soft skills.
- Showcased team excellence in New Hire Orientation, highlighting best practices and organizational culture.
- Conducted monthly root cause analysis for satisfaction samples, developing actionable insights for service enhancement.
- Championed process optimization by implementing solutions to streamline operations and boost customer satisfaction.
- Managed complex client inquiries on CFDs, spread betting, and share dealing, providing expert platform guidance.
- Resolved trade-related issues such as rejected order investigations and trading charge disputes swiftly.
- Executed multi-channel support via email, chat, and social media, maintaining high service quality.
- Coordinated cross-departmental collaboration with back-office teams to resolve complex client issues.
Resident Expert
American Express India Pvt Ltd
12.2015 - 08.2017
- Served as Subject Matter Expert for fraudulent claims processes, offering strategic guidance for complex case resolutions.
- Conducted data analysis of quality errors, identifying root causes and developing corrective action plans to improve performance.
- Championed enterprise-wide process optimization initiatives, implementing efficiency improvements that resulted in operational enhancements.
- Identified critical operational issues through feedback mechanisms, recommending workflow modifications and service level adjustments.
- Led strategic projects focused on streamlining processes, generating significant cost savings and improving organizational efficiency.
- Engaged actively in organizational forums, including team huddles and quarterly Business Unit Reviews for ongoing development.
- Coordinated cross-departmental collaboration for inventory management optimization, resolving operational challenges through stakeholder partnerships.
- Developed comprehensive forecasting reports on inventory distribution, ensuring optimal resource allocation across team members.
Lead Account Protection Specialist
American Express India Pvt Ltd
03.2013 - 12.2015
- Conducted comprehensive fraud claim assessments through rigorous analytical processes and in-depth research methodologies to render sound approval or decline decisions
- Consistently met and exceeded performance benchmarks across transactional quality metrics, regulatory compliance standards, and productivity targets aligned with organizational objectives
- Strategically balanced stakeholder interests by reconciling customer advocacy with American Express business priorities through careful statement analysis and risk evaluation
- Delivered precise documentation and communication across verbal and written channels to capture, analyze, and record all critical information for comprehensive case management
- Executed systematic evaluation of approved fraud claims from American Express cardholders, analyzing merchant-provided supporting documentation to determine appropriate chargeback allocations or write-off retention decisions
- Maintained exceptional quality standards through meticulous research and analysis of all provided data sources, ensuring accurate and defensible claim resolutions
Lead Customer Care Professional - Email Servicing
American Express India Pvt Ltd
03.2010 - 03.2013
- Served as Subject Matter Expert for five Customer Care Professionals during three-month On-the-Job Training program, ensuring knowledge transfer and operational readiness.
- Delivered specialized knowledge transfer sessions to new hires in Membership Rewards division, facilitating seamless integration and skills development.
- Provided real-time floor support to team members, offering immediate guidance and resolving escalations to uphold service quality standards.
- Managed complex customer inquiries and dispute resolution via email, conducting thorough investigations to achieve satisfactory outcomes for Card member concerns.
- Consistently achieved monthly performance targets in Units Per Hour (UPH) metrics and Voice of Customer Metrics (VOCM).
Education
Six Sigma Green Belt
Indian Statistical Institute
New Delhi09-2017
B.Sc - Biotechnology
Bangalore University
Bangalore06-2006
Data Analytics + Python
Skillovilla
BangaloreCertification in Business Analytics
Sikkim Manipal Distance Learning
Skills
- Process improvement
- Project Management
- Stakeholder management
- Cross-functional collaboration
- Change management
- Effective communication
- Problem solving
- Team Leadership
- Strategic planning
Technical Skills
- MS Excel
- Power BI
- Tableau
- Salesforce
- SQL
Projects
- Dollar Saving Project on FR2 chargebacks resulted in annual savings of $1M
- Automation of rollover request saved monthly 110 FTE hours
Timeline
Team Leader, Trading Services
IG Group
03.2022 - Current
Team Leader, Client Lifecycle
IG Group
07.2020 - 03.2022
Trading Services Analyst
IG Group
01.2018 - 07.2020
Resident Expert
American Express India Pvt Ltd
12.2015 - 08.2017
Lead Account Protection Specialist
American Express India Pvt Ltd
03.2013 - 12.2015
Lead Customer Care Professional - Email Servicing
American Express India Pvt Ltd
03.2010 - 03.2013
Six Sigma Green Belt
Indian Statistical Institute
B.Sc - Biotechnology
Bangalore University
Data Analytics + Python
Skillovilla
Certification in Business Analytics
Sikkim Manipal Distance Learning